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A couple weeks ago, I built my first computer. It's a very nice computer, with a couple of problems.

Ever since I first turned it on and installed Windows, I can't shut down my PC normally. Windows 7 shuts down, but my PC stays on. The only way to turn it off is by holding down the power button on the front of the case. I thought it was a power supply problem at first, so I returned my PSU and purchased a higher quality one. I installed the new PSU and nothing changed.

I then found a command prompt tool that analyzes your PC's power management for 60 seconds and generates a report. My report came out with several errors and warnings. On the report, it tells me that the USB hubs are unable to enter suspend. I've posted the report below for more information (warning, it's a little long :D).

Another thing I tried is doing a clean reinstall of Windows 7 and that didn't change anything either. I have never had this problem before.

Thanks guys for the help ! Let me know if you need any more information. Here is the report:

Power Policy:Sleep timeout is disabled (Plugged In)
The computer is not configured to automatically sleep after a period of inactivity.
USB Suspend:USB Device not Entering Suspend
The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.
Device Name
USB Root Hub
Host Controller ID
PCI\VEN_8086&DEV_1C26
Host Controller Location
PCI bus 0, device 29, function 0
Device ID
USB\VID_8086&PID_1C26
Port Path
USB Suspend:USB Device not Entering Suspend
The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.
Device Name
Generic USB Hub
Host Controller ID
PCI\VEN_8086&DEV_1C26
Host Controller Location
PCI bus 0, device 29, function 0
Device ID
USB\VID_8087&PID_0024
Port Path
1
USB Suspend:USB Device not Entering Suspend
The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.
Device Name
USB Composite Device
Host Controller ID
PCI\VEN_8086&DEV_1C26
Host Controller Location
PCI bus 0, device 29, function 0
Device ID
USB\VID_045E&PID_00DD
Port Path
1,2
USB Suspend:USB Device not Entering Suspend
The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.
Device Name
Microsoft Hardware USB Wireless Mouse
Host Controller ID
PCI\VEN_8086&DEV_1C26
Host Controller Location
PCI bus 0, device 29, function 0
Device ID
USB\VID_045E&PID_00E1
Port Path
1,1
CPU Utilization:Processor utilization is high
The average processor utilization during the trace was high. The system will consume less power when the average processor utilization is very low. Review processor utilization for individual processes to determine which applications and services contribute the most to total processor utilization.
Average Utilization (%)
9.73
Platform Power Management Capabilities:PCI Express Active-State Power Management (ASPM) Disabled
PCI Express Active-State Power Management (ASPM) has been disabled due to a known incompatibility with the hardware in this computer.
Warnings

Power Policy:802.11 Radio Power Policy is Maximum Performance (Plugged In)
The current power policy for 802.11-compatible wireless network adapters is not configured to use low-power modes.
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
psia.exe
PID
1928
Average Utilization (%)
1.46
Module
Average Module Utilization (%)
\SystemRoot\system32\ntoskrnl.exe
0.72
\SystemRoot\System32\Drivers\Ntfs.sys
0.28
\SystemRoot\system32\drivers\fltmgr.sys
0.13
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
chrome.exe
PID
2432
Average Utilization (%)
1.32
Module
Average Module Utilization (%)
\Users\Chris\AppData\Local\Google\Chrome\Application\21.0.1180.83\chrome.dll
0.68
\SystemRoot\system32\ntoskrnl.exe
0.25
\SystemRoot\System32\win32k.sys
0.10
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
svchost.exe
PID
644
Average Utilization (%)
0.85
Module
Average Module Utilization (%)
\SystemRoot\system32\ntoskrnl.exe
0.33
\Device\HarddiskVolume2\Windows\System32\esent.dll
0.16
\Device\HarddiskVolume2\Windows\System32\msvcrt.dll
0.12
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
MsMpEng.exe
PID
1008
Average Utilization (%)
0.69
Module
Average Module Utilization (%)
\Device\HarddiskVolume2\ProgramData\Microsoft\Microsoft Antimalware\Definition Updates\{836C3DD7-CF87-4512-8AB1-006C9C909D17}\mpengine.dll
0.45
\SystemRoot\system32\ntoskrnl.exe
0.11
0.04
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
chrome.exe
PID
3936
Average Utilization (%)
0.67
Module
Average Module Utilization (%)
\Users\Chris\AppData\Local\Google\Chrome\Application\21.0.1180.83\chrome.dll
0.55
\SystemRoot\system32\ntoskrnl.exe
0.03
0.02
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
chrome.exe
PID
4288
Average Utilization (%)
0.49
Module
Average Module Utilization (%)
\Users\Chris\AppData\Local\Google\Chrome\Application\21.0.1180.83\chrome.dll
0.39
\SystemRoot\system32\ntoskrnl.exe
0.03
\SystemRoot\System32\win32k.sys
0.02
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
TrustedInstaller.exe
PID
3376
Average Utilization (%)
0.46
Module
Average Module Utilization (%)
\Windows\winsxs\amd64_microsoft-windows-servicingstack_31bf3856ad364e35_6.1.7601.17592_none_672ce6c3de2cb17f\CbsCore.dll
0.28
\SystemRoot\system32\ntoskrnl.exe
0.08
\SystemRoot\System32\ntdll.dll
0.03
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
svchost.exe
PID
588
Average Utilization (%)
0.46
Module
Average Module Utilization (%)
\Device\HarddiskVolume2\Windows\System32\sysmain.dll
0.27
\SystemRoot\system32\ntoskrnl.exe
0.15
\Device\HarddiskVolume2\Windows\System32\msvcrt.dll
0.01
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
System
PID
4
Average Utilization (%)
0.39
Module
Average Module Utilization (%)
\SystemRoot\system32\ntoskrnl.exe
0.23
\SystemRoot\system32\DRIVERS\iaStor.sys
0.06
\SystemRoot\System32\drivers\rdyboost.sys
0.03
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
dwm.exe
PID
2720
Average Utilization (%)
0.37
Module
Average Module Utilization (%)
\Device\HarddiskVolume2\Windows\System32\dwmcore.dll
0.14
\Device\HarddiskVolume2\Windows\System32\nvwgf2umx.dll
0.11
\SystemRoot\system32\ntoskrnl.exe
0.02
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
chrome.exe
PID
3224
Average Utilization (%)
0.31
Module
Average Module Utilization (%)
\Users\Chris\AppData\Local\Google\Chrome\Application\21.0.1180.83\chrome.dll
0.23
0.05
\SystemRoot\system32\ntoskrnl.exe
0.01
CPU Utilization:Individual process with significant processor utilization.
This process is responsible for a significant portion of the total processor utilization recorded during the trace.
Process Name
chrome.exe
PID
3956
Average Utilization (%)
0.25
Module
Average Module Utilization (%)
\Users\Chris\AppData\Local\Google\Chrome\Application\21.0.1180.83\chrome.dll
0.21
\SystemRoot\system32\ntoskrnl.exe
0.01
\SystemRoot\System32\win32k.sys
0.00
Information

Yes, I am using the most recent BIOS version, 3806. Not sure about USB drivers, but the only two things plugged in are the mouse and keyboard. Both Microsoft products with the latest software installed from Windows Update.

It could be possible that I have outdated USB drivers. Problem is, I don't know where to find the updated ones. On the ASUS page it only shows stuff for USB 3.0 boost programs.

A friend of mine recommended me a program called DriverPack Solution. I ran it on my older laptop and it found and updated drivers without any issues. I'm not sure I want to run it on my new machine though and would prefer to get USB drivers somewhere else.

I also noticed something in Device Manager. "Allow the computer to turn off this device to save power" is grayed out and unchecked. Could this be the problem? Here are two snapshots:

On Asus' site, there is Asmedia USB 3.0 Driver V1.14.3.0 for Windows XP 32bit & XP 64bit & Vista 32bit & Vista 64bit & Win7 32bit & Win7 64bit---(WHQL). It may work, but there are no guarantees. That power option seems more laptop centered, but I cannot see a reason as to why Windows would want to shut off your input devices on a desktop.

I installed the Asmedia USB driver and nothing changed. I also ran DriverPack and it updated some sound, LAN, and chipset drivers.

I'm starting to think this could be a motherboard problem that could only be fixed through a BIOS update (I've run out of ideas).

If you've got anymore ideas then I'd be happy to give them a try. But unfortunately I haven't found any answers myself from some research, so I may be forced to just wait for Asus to release a BIOS update that fixes the problem.

When you are in the BIOS screen, under USB properties, are there any options to leave USB power on/turn it off. I remember having problems with a newer board that had an option to leave USB power on certain ports for charging USB powered devices. Longshot I know.

Reset BIOS to defaults?

Edited by dpunisher, 29 August 2012 - 03:52 PM.

I am a retired Ford tech. Next to Fords, any computer is a piece of cake. (The cake, its not a lie)

This computer is only a couple weeks old, so yes I could still do it through Newegg. I've already RMA'd the power supply though.

I'm thinking about just dealing with the way it is now. Being my first build, I don't really want to mess with taking out the CPU/heatsink and possibly breaking the CPU lol. I would also have to re-apply the thermal compound, which I've never done before. It's always been pre-applied.

From now on I guess I'll continue with shutting down Windows, and then holding the power button. I'll keep checking for BIOS updates in the future in case they find a fix or something.

Thanks guys for the help, and I will let you know if I find something in the future !

Thank all of you for your help. I did find out that shutting down in safe mode did work okay. So I decided to disable services a group at a time with the intent of finding the single service that was causing the problem

This worked. I found that the "print spooler" was the cause. I had installed an old printer (worked fine on Vista) and it appeared to work great with no problems on Windows 7. So I assumed that the failure to power off was for some other reason. But after finding out that the "print spooler" service was causing the power off failure, I deleted the printer and then the driver for the printer. The printer is an HP Laserjet 2100. Now all works.

Just thought I'd update this in case anyone is still having similar problems, I still ended up having the same issues in 32 bit version of windows 7. The solution was to disable the USB Selective Suspend in the power options, problem solved. Was something to do with usb sockets not powering up properly from suspend when a system shutdown was initiated.

It does seem to be moderately rare, I know I've never seen it.

Good LuckRoger

Fortune Cookie says: Fortune not Found: Abort, Retry, Ignore?

Sent from my All-In-One Desktop. Perfect for Internet, Not for heavy usage or gaming however.

Thanks rotor123 for the suggestions, but unfortunately none of them worked lol.

I re-ran powercfg -energy and it came with 6 errors now. I noticed one of those errors says PCIe ASPM has been disabled due to a known incompatibility. The exact error messages are:

"Power Policy:PCI Express ASPM is disabled (Plugged In)
The current power policy for PCI Express Active State Power Management (ASPM) is configured to Off."

and

"Platform Power Management Capabilities:PCI Express Active-State Power Management (ASPM) Disabled
PCI Express Active-State Power Management (ASPM) has been disabled due to a known incompatibility with the hardware in this computer."

Along with 4 USB suspend errors. I looked around everywhere in the UEFI BIOS and couldn't find anything about ASPM. I also tried resetting to defaults with no success.